IT Support Specialist

Job Description

Job Description

Position Summary

The IT Support Specialist provides day‑to‑day technical support for Berean staff, handling troubleshooting, onboarding/offboarding, and basic systems administration to keep computers, printers, networks, and user accounts running smoothly. This role is highly service‑oriented, supporting staff across ministries and helping implement and maintain core technology tools (especially Microsoft 365).

Key Responsibilities

Technical Support & Troubleshooting

• Provide hands-on support for staff computers, peripherals, and basic network issues
• Troubleshoot common IT problems (login issues, connectivity, printing, performance, etc.)
• Serve as a first point of contact for IT support requests (walk‑ups redirected into tickets/email)

Systems & Administration

• Assist with Microsoft 365 administration (accounts, permissions, basic configuration)
• Support user account management (creating, modifying, and deactivating user accounts)
• Help administer and maintain Sharepoint sites and basic Microsoft tools used by staff
• Assist with management of Apple Business Manager and Mac depending on the level of experience and expertise of the individual and the level of organizational needs (training will be provided if needed)

Hardware & Printing

• Coordinate setup and configuration of new staff computers (onboarding) and decommissioning (offboarding)
• Work with the printer vendor to learn basic printer troubleshooting and support staff with printing issues
• Help track and maintain IT assets (computers, printers, accessories)

Ticketing & Process

• Use an IT ticketing system (or interim IT support email) to log, prioritize, and track support requests
• Follow defined processes for escalating complex issues to the IT manager or external partners (e.g., Netrio)
• Contribute to an internal knowledge base / FAQ to help staff self‑solve simple issues

Project & Systems Support

• Support small projects in systems such as Planning Center and other church management tools (e.g., helping with workflows, logic, and configuration under guidance)
• Assist with basic components of security and facility‑related technology (e.g., understanding where IT intersects with building systems)

Required Qualifications

• Demonstrated technical aptitude in IT support (any of the following):
  • Formal training (degree, certificate, or technical boot camp in IT/IS, networking, systems, or related), or
  • Equivalent hands‑on experience supporting users and systems
• At least 1 year of experience (professional, internship, or volunteer) in IT support, help desk, or similar role
• Working knowledge of:
  • Microsoft 365 (Outlook, Teams, SharePoint, OneDrive)
  • Basic Windows support and general computer troubleshooting
• Strong communication skills (able to explain technical issues in plain language)
• Service oriented and patience when supporting non-technical staff

Preferred Qualifications

• Experience in:
  • Church or nonprofit environments, or other multi‑department organizations
  • Using a ticketing system (e.g., ServiceNow, Jira, or similar)
• Exposure to:
  • Apple/macOS and Apple Business Manager
  • Planning Center or other church management / CRM systems
  • Workflow/automation tools (e.g., Power Automate or similar concepts)
• Existing connection to Berean (attender or involved in ministry) is a plus.

Personal Qualities

• Relational and people‑friendly, someone who enjoys helping staff
• Professional and dependable, with good follow‑through on commitments
• Able to prioritize and manage multiple requests using a ticketing or email system
• Teachable and willing to learn new systems and tools
• Alignment with Berean’s mission and values; willing to pursue and maintain membership at Berean
• Agree with the Berean statement of faith